Premium Service Engineer

SUSE, Australian Capital Territory, Australia

Posted 5 days ago. Be among the first 25 applicants.

Premium Service Engineer

Job Description

A Premium Service Engineer is assigned to our enterprise customers to provide post‑implementation product support and is primarily responsible for identifying and resolving any technical issues related to SUSE products.

Premium Service Engineers develop business relationships with assigned accounts’ technical and management staff, support them by gaining first‑hand knowledge of their deployments, and their business needs. With this close relationship and familiarity with customers’ environments, Engineers provide fast response time and ensure proposed solutions are tailored to customer expectations.

This is an individual contributor role – reporting to the Service Delivery Manager. Travel to customer sites is required.

Responsibilities

• Be able to articulate key values of SUSE’s offerings : products / solutions / strategies.
• Troubleshoot and provide resolution or workaround to customer’s technical issues in a timely fashion.
• Serve as customer’s advocate within the group by facilitating escalation of issues through appropriate internal organizations.
• Pro‑actively identify issues by becoming familiar with customer’s technical and business environment.
• Form strong business relationships with customers at various levels of the organization.
• Share knowledge by writing technical documents and pro‑actively sending helpful technical information to customers (e.g., upcoming patches, technical news, etc.).
• Communicate work performed in provided systems and document as requested.
• Assist in implementation of solutions according to SUSE’s best practice.
• Interact with SUSE Customer Support team as required to meet customer’s needs.
• Evaluate unique and complex deployments, and make recommendations for optimisation.
• Develop partnership with and assist the Sales team.
• Work in the customer’s environment and may at times be required to work outside of standard business hours.

Education And Experience Required

Knowledge And Skills

Customer For Life Organization Mission

Create “Customer for Life” by building relationships as the most respected partner to deliver customer success.

What We Offer

SUSE empowers you to be bold, driving your career to create the future you want. We celebrate and reward your achievements. This is a compelling opportunity for the right person to join us as we continue to scale and prosper.

Sounds like the right fit for you? Click Apply to submit your resume. A recruiter will contact you if your skills match our current or future positions.

We give you the freedom to be yourself. You will work in a global community of unique individuals – like you – with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.

SUSE Values

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